John needs a service. He has a few businesses in mind. After researching online, your website catches his attention. You spent quite a bit on your website hoping to improve revenue; it’s beautifully crafted. John chooses your business.

However, when he calls with a specific concern, the employee who answers is cold, snappy, and unhelpful. John becomes hesitant and weighs his other options. Even though their website isn’t as impressive, he calls one of your competitors. Their employee answers quickly, enthusiastically, and is both warm and courteous throughout the call.

Which business do you think John will visit?

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